Abstract: To explore the influence of customer sentiment on companies' satisfaction measurement,the superposition rule was designed to measure customer satisfaction of perceived product attributes based on two-factor theory,and the customer satisfaction measurement model was established.The results showed that customer satisfaction increased monotonically along with resources investment in perceived attributes,and increased first and decreased later as the number of perceived attributes increasing.Customer satisfaction was more likely to increase with increasing investment when the number of perceived attributes decreased.High levels of customer satisfaction needed to be sustained with sufficient resources when the number of perceived attributes increased.Compared with the incentive level,the negative relationship among hygiene level and customer satisfaction was more sensitive.

Key words: customers satisfaction, two-factor theory, customer perception, product attributes

摘要： 为探究顾客情感对企业衡量顾客满意度方法的影响,基于双因素理论,从情感叠加角度设计顾客感知产品属性的叠加规则,建立顾客满意度测量模型。通过数值算例发现,顾客满意度随产品感知维度的资源投入量的增加单调递增,随感知维度的增加先增后减。感知维度越少,顾客满意度越容易随投入的增加而提升;感知维度越多,资源投入将分散在各个感知维度上,需要投入大量、充分的资源才能维持较高水平的顾客满意度。相较于激励水平,保障水平与顾客满意度间存在更敏感的负向关系。

关键词: 顾客满意度, 双因素理论, 顾客感知, 产品属性